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Vice President Customer Success

Miro· Customer Experience / Customer Success Management (CSM)
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Hybrid (Americas and Japan/Apac)full-timePosted 2mo ago

About the role

Global strategic leader responsible for building and directing the Americas and Japan/Apac Customer Success teams, partnering with sales and services, driving adoption, retention and expansion, and shaping regional CS strategy with executive relationships at enterprise customers.

Responsibilities

  • Build, coach and lead the Americas and Japan/Apac Customer Success teams
  • Partner with sales leadership and other functions to improve customer lifetime value through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
  • Drive the team to hit Key Performance Indicators
  • Mentor the team to maintain account hygiene, health, and indicators
  • Participate in revenue and health forecasting
  • Partner with stakeholders to define and deliver on a best-in-class customer experience
  • Personally work with our largest customers (10K+ employee size) to establish executive relationships
  • Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
  • As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture

Qualifications

  • 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
  • 7+ years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
  • Have successfully lead Director level leaders in the past
  • Strong foundation in the Customer Success norms, processes, and KPIs
  • Excellent communication skills, ability to build relationships and work cross-functionally
  • Background of hiring, training, and enabling CSMs with strong performance management skills
  • Experience in working with Digital Customer Success and/or Marketing to drive CS at scale
  • Experience driving professional services to deepen customer relationships and accelerate their time to value
  • Excellent ability to identify and resolve problems in CS processes
  • Solid understanding of AI, Enterprise SaaS applications and collaboration technology

Skills

Required:Strategic LeadershipCustomer Success ManagementCross-functional Collaboration

Benefits

  • equity
  • wellbeing benefit
  • WFH equipment allowance
  • annual Learning & Development stipend
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Miro

Get from brainstorm to breakthrough with Miro

Speed up product development from ideation to launch. Align teams, break tool silos, and ship what customers need in one AI-powered visual platform.

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